14 - 15 May, 2019 | Hilton London Olympia , London, United Kingdom
Liam Mulholland, Former Director of Customer Services at Northern Ireland Water
Northern Ireland Water Logo

Liam Mulholland


Former Director of Customer Services
Northern Ireland Water

Conference Day Two

Tuesday, May 15th, 2018


9:00 AM Employee Experience: The Road to Customer Experience

  • Exploring the direct link between employee experience and customer experience: The importance of mirroring strategies
  • Developing and delivering effective  programmes: Measurable, accountable, impactful and empowering
  • Proven approaches and practical frameworks for securing buy-in, embedding culture and implementing the strategy
  • Leveraging a combination of CX and Employee engagement tools that complement each other

4:15 PM Fireside Chat: Employee Engagement Strategies to Enhance Customer Experience: Happy Staff = Happy Customers

  • Improving customer attraction and retention, raising customer satisfaction and improving customer performance by putting employee experience at the core of your business
  • Developing metrics to measure employee engagement and determine areas of improvement
  • Creating the right culture: Setting and sharing a clear vision, purpose and mission formed around CX values
  • Investing in employees: Providing the right digital tools, training and support to ensure they are fully equipped to deliver outstanding service
  • Leveraging employees as a source of CX insight to improve products and processes
  • The importance of frontline staff

Check out the incredible speaker line-up to see who will be joining Liam.

Download The Latest Agenda